Using the Dashboard

With Customer Care version 17.3 SP1 and higher, a new Dashboard page replaces the home page in previous releases of the IDI platform.

Access to the Dashboard is via the the IDI platform link available on all web pages.

The dashboard provides a list of the Tickets, Follow-Ups and Workflow tasks assigned to the user that is logged in. The information is available either on a summary tab (All Assigned), or on a separate tab by work item type.

All Assigned Tab

This tab contains a list of all tickets, follow-ups and workflow tasks assigned to the user in order by date, with the oldest item first.

The icon in the left-most column indicates the type of work item:

• - Ticket

• - Follow-up

• - Workflow task

  You can click on the row to open the work item in a new tab. Note that the grid headers cannot be clicked for sorting.

Tickets Tab

The tickets tab provides a list of tickets assigned to the user. The grid provides additional details for each ticket, sort capability (on all columns except ‘Name’), and a preview option. ()

Clicking on the Ticket number opens the ticket in a new tab.

Follow-ups Tab

The follow-ups tab provides a list of follow-ups assigned to the user. ()

• An icon will be present in the left-most column if the follow-up is overdue.

• Clicking on the Follow-up number opens the follow-up in a new tab.

Workflow Tasks Tab

The Workflow tasks tab provides a list of workflow tasks that are assigned to the user that are in in-progress, in error, or on hold. ()

Clicking on the task name opens the workflow task in a new tab.

Sales Agent Portal View

The dashboard also serves as a Sales Agent Portal for sales entities (associates and managers) with View Agent Portal permission. Users with this permission can toggle between the standard view described above (My Work) and the Sales Agent Portal via the View drop down menu. ()

Note

This menu is not available to users that don't have View Agent Portal (or Manage Sales Associates) permission. For details on using the Sales Agent Portal, refer to Sales Agent Portal web help.